Customer Service Representative

About the role

As a customer service representative, you will manage several customer accounts that require more maintenance and contact, while providing overall support to the customer service department. Your work ensures we deliver the best for our customers, whose success powers critical infrastructure like fire response, power line repair, and waste management.

Responsibilities

• Take phone calls for sales orders by part number
• Process, acknowledge, and reschedule customers' purchase orders
• Support customers, fellow employees, and Customer Service Managers
• Distribute emailed purchase orders correctly
• Initiate UPS/LTL freight and damage claims, and track orders
• Create ASN's (Advanced Shipping Notice)
• Provide cost, availability, and lead time on parts for customers
• Provide freight charges and transit times for customers
• Identify and recommend parts needed for customer applications
• Assist customers' Purchasing Managers; recommend additional parts for purchase orders and reorders
• Provide logistical recommendations to customers
• Create, edit, and maintain Excel spreadsheets
• Must have a working knowledge of the product

Requirements

• Two (2) years of post high school education or equivalent (Bachelor's degree preferred)
• A minimum of one year work experience in office, manufacturing, or distribution administration
• Working knowledge of the Friedman System or other manufacturing databases
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees
• Computer and typing skills
• Able to effectively communicate with all levels of employees and customers
• Able to complete multiple tasks
• Good organizational skills and the ability to prioritize tasks
• Ability to understand some technical aspects of the product
• Ability to define problems, collect data, establish facts, and relay conclusions to customers
• Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables
• Must be highly motivated and a self-starter

Benefits

• Medical, dental, and vision insurance, and zero card
• Life, death, dismemberment, and dependent insurances
• Prescription drug programs
• Telehealth
• Short-term and long-term disability, and flexible leaves of absence
• Employee assistance programs
• 401k (50% match on the first 6% of deferred compensation)
• Flexible spending plans
• 3 weeks of paid time off
• 9 paid holidays
• Wellness & Engagement programs

Location: Muncie, IN | Department: Customer Service | Work Environment: Office | Reports to: Customer Service Director | Workplace Arrangement: On-site | Salary Grade: 12